Blackberry Enterprise Server Monitoring Guide 820126 1026051810 001 5.0.1 US

BlackBerry Enterprise Server
Version: 5.0 | Service Pack: 1
Monitoring Guide
SWD-820126-1026051809-001
Contents
1 BlackBerry Enterprise Server monitoring solution................................................................................................................. 5
BlackBerry Monitoring Service...................................................................................................................................................... 5
Web address and user roles for the BlackBerry Monitoring Service console........................................................................... 7
Web address for the BlackBerry Monitoring Service console............................................................................................ 7
Roles and permissions for the BlackBerry Monitoring Service console........................................................................... 7
Best practice: Creating administrator accounts that can access the BlackBerry Monitoring Service console........... 9
Overview of the BlackBerry Monitoring Service console........................................................................................................... 10
BlackBerry device dashboard................................................................................................................................................ 11
Turn on monitoring for a BlackBerry Enterprise Server.............................................................................................................. 11
2 Monitoring BlackBerry Enterprise Server components......................................................................................................... 12

Viewing configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components......... 12
View configuration settings and activity levels of data attributes of BlackBerry Enterprise Server components...... 12
Generate a graph that shows data for a BlackBerry Enterprise Server component....................................................... 12
Monitoring BlackBerry Enterprise Server components that you configured for high availability......................................... 13
Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service console after a failover
occurs....................................................................................................................................................................................... 13
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component............................................... 14
Monitoring hung threads for the BlackBerry Messaging Agent............................................................................................... 14
Monitor hung threads for the BlackBerry Messaging Agent............................................................................................ 14
BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor................................... 16
3 Monitoring BlackBerry devices and user activity................................................................................................................... 17

Search for a user account.............................................................................................................................................................. 17
Viewing configuration settings and activity levels of data attributes of BlackBerry device users........................................ 17
View configuration settings and activity levels of data attributes of BlackBerry device users..................................... 17
BlackBerry device diagnostic test......................................................................................................................................... 18
Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user.......................................... 19
Ping a BlackBerry device................................................................................................................................................................ 20
4 Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users......................... 21
Creating thresholds, rules, and alarms......................................................................................................................................... 21
Rule types................................................................................................................................................................................ 21
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component....................................... 22
Create a threshold that you can use to monitor a data attribute of a BlackBerry device user..................................... 23
Changing and deleting rules................................................................................................................................................. 24
Changing the order that rules appear in the BlackBerry Monitoring Service console.................................................. 25
Specify a threshold maintenance window........................................................................................................................... 26
5 Alarms........................................................................................................................................................................................... 28
Identifying alarms........................................................................................................................................................................... 28
Color, state, and severity of alarm icons.............................................................................................................................. 28
Identifying alarms and alarm severity in the alarm panel................................................................................................. 28
Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user........................................ 29
Managing alarms in the alarm panel........................................................................................................................................... 30
Sort thresholds in the alarm panel....................................................................................................................................... 30
Suspend and resume alarms................................................................................................................................................. 30
Delete alarms.......................................................................................................................................................................... 30
6 Configuring notification messages........................................................................................................................................... 31

Configuring how the BlackBerry Monitoring Service sends email messages and SMS text messages............................... 31
Configure the BlackBerry Monitoring Service to send notification messages to email addresses through a
messaging server in your organization's environment...................................................................................................... 31
Configure the BlackBerry Monitoring Service to send SMS text messages.................................................................... 31
Creating contacts............................................................................................................................................................................ 32
Adding addresses to the BlackBerry Monitoring Service console so that you can create contacts............................. 32
Create contacts....................................................................................................................................................................... 33
Change contact information................................................................................................................................................. 34
Delete contacts....................................................................................................................................................................... 34
Receiving SNMP trap messages................................................................................................................................................... 34
Receive SNMP trap messages from BlackBerry Enterprise Server instances................................................................. 35
7 Messages in the messages area of the BlackBerry Monitoring Service console............................................................... 36

Viewing messages........................................................................................................................................................................... 36
View messages........................................................................................................................................................................ 36
Delete messages............................................................................................................................................................................. 36
8 Reports about BlackBerry device users and BlackBerry Enterprise Server components................................................. 37
Generating reports about BlackBerry device users and BlackBerry Enterprise Server components.................................... 37
Generate and view a default report about BlackBerry device users................................................................................ 37
Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server component.................. 37
Generate a custom report using report settings that you saved...................................................................................... 38
View generated reports......................................................................................................................................................... 38
Delete generated reports...................................................................................................................................................... 39
9 Managing servers........................................................................................................................................................................ 40
Managing server maintenance windows..................................................................................................................................... 40
Specify maintenance windows.............................................................................................................................................. 40
Clear maintenance windows................................................................................................................................................. 41
Configuring SNMP server monitoring.......................................................................................................................................... 41
Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to monitor.................... 41
Change SNMP port numbers and community names....................................................................................................... 41
Configuring non-SNMP server monitoring.................................................................................................................................. 42
Change how often the BlackBerry Monitoring Service collects data from a server that it does not use SNMP to
monitor.................................................................................................................................................................................... 42
Change the key store password for the certificate that the BlackBerry Monitoring Service console uses.......................... 42
10 BlackBerry Monitoring Service log files................................................................................................................................... 44

Changing how BlackBerry Monitoring Service components create log files........................................................................... 44
Change the maximum size of the log file for a BlackBerry Monitoring Service component......................................... 44
Change the logging level for a BlackBerry Monitoring Service component................................................................... 44
Create a new log file for a BlackBerry Monitoring Service component when the current log file reaches the maximum
size............................................................................................................................................................................................ 45
Change the identifier for the log file of a BlackBerry Monitoring Service component.................................................. 45
Prevent a BlackBerry Monitoring Service component from creating a daily log file..................................................... 45
Change when a BlackBerry Monitoring Service component deletes log files................................................................ 46
Change the character encoding of the log file for a BlackBerry Monitoring Service component................................ 46
11 BlackBerry Threshold Analysis Tool.......................................................................................................................................... 47

Creating thresholds using the BlackBerry Threshold Analysis Tool.......................................................................................... 47
Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for............................................................. 47
Configuring the BlackBerry Threshold Analysis Tool.................................................................................................................. 50
Sample: BlackBerry Threshold Analysis Tool configuration file........................................................................................ 50
Running the BlackBerry Threshold Analysis Tool........................................................................................................................ 53
Run the BlackBerry Threshold Analysis Tool....................................................................................................................... 53
Parameters for running the BlackBerry Threshold Analysis Tool..................................................................................... 54
Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that you customized....... 55
12 Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users................................ 56
SNMP components that you can use to monitor BlackBerry Enterprise Server components and BlackBerry device users
........................................................................................................................................................................................................... 56
SNMP operations that the BlackBerry Enterprise Server supports.................................................................................. 56
.mib files for the BlackBerry Enterprise Server................................................................................................................... 57
Configuring SNMP monitoring...................................................................................................................................................... 57
System requirements: SNMP monitoring software and settings for the SNMP service................................................ 57
Verifying the SNMP agent settings in the Registry Editor................................................................................................ 58
Compile the .mib file for a BlackBerry Enterprise Server and configure the SNMP management tool to receive
SNMP data.............................................................................................................................................................................. 59
Configuring SNMP traps................................................................................................................................................................ 59
Configure the SNMP trap service......................................................................................................................................... 59
Error binding to Trap Port (162), it may already be in use................................................................................................. 60
13 Glossary......................................................................................................................................................................................... 61
14 Provide feedback......................................................................................................................................................................... 63
15 Legal notice.................................................................................................................................................................................. 64
Monitoring Guide BlackBerry Enterprise Server monitoring solution
BlackBerry Enterprise Server monitoring solution 1
BlackBerry Monitoring Service

You can use the BlackBerry® Monitoring Service to monitor and troubleshoot issues with a BlackBerry® Enterprise Server in your
organization's environment and to monitor the activity of the BlackBerry device users that are associated with a BlackBerry
Enterprise Server.
The BlackBerry Monitoring Service monitors the BlackBerry Enterprise Server components. It polls each component and retrieves
SNMP data that it stores in a database and displays in the BlackBerry Monitoring Service console.
Feature Description
web-based administration console You can use the BlackBerry Monitoring Service console to monitor a BlackBerry
Enterprise Server in your organization's environment by creating thresholds that
monitor the activity of BlackBerry Enterprise Server components. You can configure
the BlackBerry Monitoring Service to send notification messages to contacts when
a component's activity exceeds levels that you specify as acceptable.
The BlackBerry Monitoring Service console provides configuration settings and

statistics that you can use to review BlackBerry Enterprise Server activity.
BlackBerry device dashboard You can use the BlackBerry device dashboard to access the BlackBerry Monitoring
Service from BlackBerry devices. You can view alarms, messages, and the monitoring
status of BlackBerry Enterprise Server instances and BlackBerry Enterprise Server
components.
The BlackBerry device dashboard is available for BlackBerry devices that are running
BlackBerry® Device Software version 4.5 or later.
monitoring of BlackBerry Enterprise The BlackBerry Monitoring Service can provide the following types of data:
Server components
• configuration settings, such as the component name, component version, and
computer name
• statistics such as CPU usage, memory usage, number of requests to process,
and number of processing threads
• BlackBerry® Client Access License information, such as the number of used
and available licenses
5
Monitoring Guide BlackBerry Monitoring Service
Feature Description
• high availability information, such as the status of components that are
configured for high availability
• policy information, such as the service books and IT policies that the BlackBerry
Enterprise Server sends to BlackBerry devices
• messaging statistics, such as the number of email messages that BlackBerry
devices send and receive
• messaging server information, such as the hung thread count
• connection information for the BlackBerry Configuration Database, BlackBerry
Controller, and SRP connections
user monitoring and diagnostic tests for You can use the BlackBerry Monitoring Service console to run diagnostic tests for
BlackBerry devices BlackBerry devices and to identify any issues with BlackBerry devices. The
BlackBerry device diagnostic tool is available for BlackBerry devices that are running
BlackBerry® Device Software version 5.0 or later.
The BlackBerry Monitoring Service can monitor the following types of data:
• configuration information for BlackBerry devices, such as the PIN, network
type, and phone number
• message statistics, such as pending and expired email messages and email
messages that BlackBerry devices send and receive
• BlackBerry device statistics, such as the battery level and wireless coverage
thresholds You can define thresholds that you can use to monitor components and BlackBerry
device users. When the activity of a component or BlackBerry device user that the
BlackBerry Monitoring Service monitors reaches a threshold, the BlackBerry
Monitoring Service displays an alarm in the BlackBerry Monitoring Service console
and sends notification messages to specific contacts.
notification messages You can configure the BlackBerry Monitoring Service to send notification messages
to one or more recipients by creating a contact. A contact can include one or more
email addresses, PINs, IP addresses, or phone numbers that support SMS text
messages. If a component goes into an alarm state, the BlackBerry Monitoring
Service sends a notification message to all of the recipients in the contact.
reports You can run default reports or create custom reports to return data about the
BlackBerry Enterprise Server instances in your organization's environment. You can
export reports to a .csv file, a .pdf file, or an .html file. You can use the information
that you collect from the reports to analyze historical data.
6
Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console
Feature Description
graphs You can use the BlackBerry Monitoring Service console to generate a graph that
shows the historical activity of a component.
integration with a network management The BlackBerry Monitoring Service can send notifications as SNMP trap messages.
framework This permits you to integrate the BlackBerry Monitoring Service with a network
management tool that can receive SNMP trap messages. The BlackBerry Monitoring
Service sends an SNMP trap message when the activity of a component or
BlackBerry device user that the BlackBerry Monitoring Service monitors reaches a
threshold.
Web address and user roles for the BlackBerry Monitoring Service console
Web address for the BlackBerry Monitoring Service console

When you install the BlackBerry® Monitoring Service, the installation wizard provides you with the web address for the BlackBerry
Monitoring Service console.
The format of the web address is https://<host>:8443/webconsole/app, where <host> is the FQDN of the computer that hosts
the BlackBerry Monitoring Service.
The installation process for the BlackBerry Monitoring Service adds an Internet shortcut file that is named AccessBMSConsole
to the computer that hosts the BlackBerry Monitoring Service. You can use the AccessBMSConsole Internet shortcut file to open
the BlackBerry Monitoring Service console in a browser. The default location of the Internet shortcut file is <drive>:\Program
Files\Research In Motion\BlackBerry Enterprise Server.
Open the BlackBerry Monitoring Service console on the computer that hosts the BlackBerry Monitoring
Service
On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > All programs > BlackBerry
Enterprise Sever > BlackBerry Monitoring Service.
Roles and permissions for the BlackBerry Monitoring Service console

To access the BlackBerry® Monitoring Service console, you can use a valid Microsoft® Active Directory® account, the administrator
account that you created when you installed the BlackBerry® Enterprise Server, or a BlackBerry Administration Service account
that has access to the BlackBerry Monitoring Service console.
7
Monitoring Guide Web address and user roles for the BlackBerry Monitoring Service console
You can use the BlackBerry Administration Service to create an administrator account by assigning roles or specific permissions
to the administrator account. If you want the administrator account to perform specific actions in the BlackBerry Administration
Service and BlackBerry Monitoring Service console, you can assign specific permissions to the administrator account.
The BlackBerry Administration Service includes four default roles that permit the user of the administrator account to access the
BlackBerry Monitoring Service console.
Role Permission
Security Administrator performs all actions in the BlackBerry Administration Service and BlackBerry
Monitoring Service console
Enterprise Administrator views but cannot change BlackBerry device user accounts, and performs all other
actions in the BlackBerry Administration Service and BlackBerry Monitoring Service
console
Monitoring System Administrator performs all actions in the BlackBerry Monitoring Service console
Monitoring View Administrator performs the following actions:
• views the BlackBerry solution topology, including servers and BlackBerry®

Enterprise Server components
• views configuration settings
• views thresholds
• searches for BlackBerry device user accounts
• views statistics for BlackBerry device user accounts
• generates reports
• creates charts
• views alarms in the alarm panel
• views messages in the messages area
cannot perform the following actions:
• start or stop monitoring a server

• create or change thresholds
• save or delete reports
• clear, suspend, or resume alarms
• delete messages from the messages area
• create or change maintenance windows
• create or change contacts
8
Monitoring Guide
Role Permission
• configure notifications for SNMP trap messages
For more information, see the BlackBerry Enterprise Server Administration Guide.
Best practice: Creating administrator accounts that can access the BlackBerry Monitoring
Service console
Best practice Description

Create a group so that you can assign access to the Consider the following guidelines:
BlackBerry® Monitoring Service console to administrator
• In the BlackBerry® Administration Service, create a
accounts.
group and assign the Monitoring System Administrator
or Monitoring View Administrator role to the group.
• Add administrator accounts to the group.
If you create an administrator account by assigning Consider the following guidelines :
permissions, assign specific permissions to the administrator
• In the BlackBerry Administration Service, create an
account so that the administrator can search for BlackBerry
administrator account by assigning permissions to the
device user accounts in the BlackBerry Monitoring Service
administrator account.
console.
• Assign the View a user permission and select the All
groups option.
• Assign the View a device permission and select the All
groups option.
If you do not assign the View a user and View a device

permissions, when you search the BlackBerry Monitoring
Service console for BlackBerry device user accounts, the
search does not return any results.
For more information, see the BlackBerry Enterprise Server Administration Guide.
9
Monitoring Guide Overview of the BlackBerry Monitoring Service console
Overview of the BlackBerry Monitoring Service console

The BlackBerry® Monitoring Service console is a web-based administration tool that you can use to monitor BlackBerry® Enterprise
Server components and BlackBerry device users. The BlackBerry Enterprise Server installation process provides you with the web
address that you can use to access the BlackBerry Monitoring Service console. For more information about the installation process,
see the BlackBerry Enterprise Server Installation Guide.
The BlackBerry Monitoring Service console is divided into two panes.
Pane Description
tree view The tree view pane displays the monitoring and configuration menus which you can
use to locate the BlackBerry Enterprise Server, component, or BlackBerry device
that you want to monitor or the notification message that you want to configure.
In a BlackBerry Enterprise Server environment that is configured for high

availability, the monitoring menu in the tree view pane displays standby
components in italic.
view The view pane displays configuration settings and statistics for components and
BlackBerry device users.
You can use the view pane to perform the following actions:
• turn on the BlackBerry Monitoring Service for a BlackBerry Enterprise Server
• define thresholds that you can use to monitor the following components: the
BlackBerry Attachment Service, BlackBerry Collaboration Service, BlackBerry
Configuration Database, BlackBerry Controller, BlackBerry Dispatcher,
BlackBerry MDS Connection Service, BlackBerry MDS Integration Service,
BlackBerry Messaging Agent, BlackBerry Policy Service, BlackBerry Router,
and BlackBerry Synchronization Service
• define thresholds that you can use to monitor a BlackBerry device user
• generate reports and graphs that show component activity
• manage server maintenance windows and thresholds
• create and manage contacts so that they can receive notification messages
about alarms
10
Monitoring Guide Turn on monitoring for a BlackBerry Enterprise Server
BlackBerry device dashboard

You can use the BlackBerry® device dashboard to access the BlackBerry® Monitoring Service on BlackBerry devices using the
BlackBerry® Browser. You can use the BlackBerry device dashboard to view alarms, messages, and the status of BlackBerry®
Enterprise Server instances and BlackBerry Enterprise Server components. The BlackBerry device dashboard is available for
BlackBerry devices that are running BlackBerry® Device Software version 4.5 or later.
To access the BlackBerry device dashboard, you must configure your BlackBerry device to use a direct TLS connection. In the
BlackBerry device options, on the Security Options menu, on the TLS screen, you must configure the TLS Default setting to
Handheld. After you configure the TLS Default setting, you can type the web address for the BlackBerry Monitoring Service
console into the BlackBerry Browser.
The format of the web address is https://<host>:8443/webconsole/app, where <host> is the FQDN of the computer that hosts
the BlackBerry Monitoring Service.
For BlackBerry devices that are running BlackBerry Device Software version 4.7 or later, on the BlackBerry Browser menu, you
must select the Page View option so that you can view the pages of the BlackBerry device dashboard in the correct format.
You cannot view information about component connections such as the connections from the BlackBerry® Messaging Agent to
the BlackBerry Configuration Database on the BlackBerry device dashboard. You also cannot view index entries and transactions
for the BlackBerry Configuration Database.
Turn on monitoring for a BlackBerry Enterprise Server

If you turn on monitoring for a BlackBerry Enterprise Server, the BlackBerry® Monitoring Service polls each BlackBerry Enterprise
Server component and retrieves SNMP data from the components, which it stores in a database and displays in the BlackBerry
Monitoring Service console.
Before you begin: To monitor a BlackBerry® Enterprise Server in your organization's environment, you require the SNMP port
number and community name of the computer that hosts the BlackBerry Enterprise Server.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Servers.
2. Click Manage servers.
3. Click the wrench icon beside the server that you want to monitor.
4. In the SNMP configuration section, in the appropriate fields, type the SNMP port number and community information for
the computer that hosts the BlackBerry Enterprise Server.
5. Select the Enable monitoring check box.
6. Click Save.
11
Monitoring Guide Monitoring BlackBerry Enterprise Server components
Monitoring BlackBerry Enterprise Server components 2
Viewing configuration settings and activity levels of data attributes of

BlackBerry Enterprise Server components
The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of BlackBerry®
Enterprise Server components.
For example, you can view a component's configuration settings to identify which BlackBerry Enterprise Server instance hosts
the component. You can view values of data attributes of a component to identify the current activity level or status of the data
attributes, and you can create thresholds that you can use to monitor changes in the activity level of the data attributes. You
cannot create thresholds to monitor configuration settings.
View configuration settings and activity levels of data attributes of BlackBerry Enterprise
Server components
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology >
BlackBerry domain > Components.
2. Expand a BlackBerry® Enterprise Server component.
3. Click an instance of the component.
4. On the appropriate tab, locate the configuration settings or data attributes that you want to view.
Generate a graph that shows data for a BlackBerry Enterprise Server component
Graphs display data for a BlackBerry® Enterprise Server component from the previous 57 weeks. Graphs display daily averages
of the value of a data attribute of a component. You can use the historical data in a graph to identify trends for a component's
activity. You cannot create custom graphs.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry
domain > Components.
2. Expand a component.
3. Click an instance of a component.
4. Click a tab to view the data attribute that you want to graph.
5. Click the pie chart icon beside the data attribute that you want to graph.
12
Monitoring Guide Monitoring BlackBerry Enterprise Server components that you configured for high availability
Monitoring BlackBerry Enterprise Server components that you configured

for high availability
If you create thresholds to monitor data attributes of BlackBerry® Enterprise Server components that you configured for high
availability, you can specify whether a threshold continues to monitor a data attribute after the primary BlackBerry Enterprise
Server fails over to the standby BlackBerry Enterprise Server, or whether it monitors the data attribute of a component of the
primary BlackBerry Enterprise Server or standby BlackBerry Enterprise Server.
To distinguish the components of the primary BlackBerry Enterprise Server from the components of the standby BlackBerry
Enterprise Server, in the BlackBerry Monitoring Service console, in the BlackBerry solution topology, components of the primary
BlackBerry Enterprise Server are displayed in plain text and components of the standby BlackBerry Enterprise Server are displayed
in italic.
Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service

console after a failover occurs
If a BlackBerry® Enterprise Server component fails over to a standby BlackBerry Enterprise Server component, the BlackBerry
Monitoring Service changes the status of the standby component to primary in the BlackBerry Monitoring Service console.
The BlackBerry Monitoring Service does not change the status of load-balanced components in the BlackBerry Monitoring Service
console. The status of load-balanced components in the BlackBerry Monitoring Service console is always primary.
A failover stops the operation of specific components. The BlackBerry Monitoring Service console does not display components
that the failover process stops.
Standby BlackBerry Enterprise Server Status of standby component in the BlackBerry

High availability type
component Monitoring Service console
BlackBerry Attachment Service load-balanced pool primary, no change
BlackBerry Messaging Agent failover standby
BlackBerry Controller failover standby
BlackBerry Dispatcher failover standby
BlackBerry Collaboration Service failover standby
BlackBerry MDS Connection Service failover standby
BlackBerry MDS Integration Service load-balanced pool primary, no change
BlackBerry Policy Service failover not displayed
BlackBerry Router load-balanced pool primary, no change
BlackBerry Synchronization Service failover not displayed
13
Monitoring Guide Create a threshold that you can use to monitor a BlackBerry Enterprise Server component
Create a threshold that you can use to monitor a BlackBerry Enterprise Server
component
4. On the tab for the data attribute that you want to monitor, click the data attribute.
5. In the Rule section, click Add rule.
6. In the Rule section, select the Active check box.
7. Use the drop-down lists to specify the conditions of the rule.
8. For BlackBerry® Enterprise Server components that you configured for high availability, in the Scope section, in the High
Availability Scope drop-down list, click one of the following options:
• To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby.
• To monitor a component of the primary BlackBerry Enterprise Server instance, click Primary/Active Only.
• To monitor a component of the standby BlackBerry Enterprise Server instance, click Standby only.
9. Click Save.
10. Click Save.
Monitoring hung threads for the BlackBerry Messaging Agent

You can create a threshold for the BlackBerry® Messaging Agent to detect hung threads. A hung thread might prevent BlackBerry
device users in your organization's BlackBerry Domain from sending or receiving email messages.
If you configure the BlackBerry Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise Server
instances, the BlackBerry Monitoring Service console displays the messages about hung threads for the BlackBerry Messaging
Agent in the messages area.
Monitor hung threads for the BlackBerry Messaging Agent

If the BlackBerry® Messaging Agent experiences a hung thread, the BlackBerry Messaging Agent sends an SNMP trap message
to the BlackBerry Monitoring Service within 50 minutes of experiencing the hung thread. If you create a threshold to monitor
hung threads for the BlackBerry Messaging Agent, the threshold goes into an alarm state when the BlackBerry Monitoring Service
receives the SNMP trap message from the BlackBerry Messaging Agent.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand BlackBerry solution topology > BlackBerry
domain > Components > Messaging Agent.
14
Monitoring Guide Monitoring hung threads for the BlackBerry Messaging Agent
2. Click an instance.
3. On the Messaging Statistics tab, click Hung threads.
6. Perform one of the following tasks:
Task Steps
Create a rule using appropriate a. In the If VALUE is drop-down list, click If change in VALUE is.
conditions for the default behavior of
b. In the less than drop-down list, click greater than.
the BlackBerry Messaging Agent.
c. In the first field from the left, type 0.
d. In the second field from the left, type 10.
e. In the minute drop-down list, click minute.
f. In the warning drop-down list, click the alarm severity for the rule.
If you changed the registry settings for Use the drop-down lists to specify the conditions of the rule.
the number of times that the
BlackBerry Messaging Agent sends
SNMP trap messages when the
BlackBerry Messaging Agent
experiences a hung thread, create a
rule using conditions that are
appropriate for the changes that you
made to the registry settings.
7. If you configured BlackBerry Messaging Agent high availability, in the Scope section, in the High Availability Scope drop-
down list, click one of the following options:
• To continue monitoring a BlackBerry® Enterprise Server component after a failover occurs, click Both Primary/Active
and Standby.
8. Click Save.
9. Click Save.
15
Monitoring Guide BlackBerry Enterprise Server components that the BlackBerry Monitoring Service cannot monitor
BlackBerry Enterprise Server components that the BlackBerry Monitoring

Service cannot monitor
BlackBerry® Enterprise Server components send SNMP data to the BlackBerry Monitoring Service. The BlackBerry Monitoring
Service uses the SNMP data to monitor the components in the BlackBerry Monitoring Service console. A BlackBerry Router or
BlackBerry Controller that is located on a computer that is separate from the computer that hosts the BlackBerry Enterprise
Server does not send SNMP data to the BlackBerry Monitoring Service.
16
Monitoring Guide Monitoring BlackBerry devices and user activity
Monitoring BlackBerry devices and user activity 3
Search for a user account

Before you begin: Turn on monitoring for the BlackBerry® Enterprise Server. If you do not turn on monitoring, you cannot click
user accounts in the search results.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Users.
2. Click Monitor Users.
3. Perform one of the following actions:
• To search for all user accounts, click Search.
• To search for specific user accounts, specify the search criteria. Click Search.
4. Click the display name for the user account.
Viewing configuration settings and activity levels of data attributes of

BlackBerry device users
The BlackBerry® Monitoring Service console shows configuration settings and activity levels of data attributes of a BlackBerry
device user. You can view the configuration settings to identify information such as the BlackBerry device PIN or the IT policies
that you applied to the BlackBerry device user. You can view a data attribute to identify the current activity level or status of the
BlackBerry device user and you can define thresholds that you can use to monitor a data attribute of a BlackBerry device user.
You cannot define thresholds to monitor configuration settings for a BlackBerry device.
View configuration settings and activity levels of data attributes of BlackBerry device users
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Users.
3. Search for a user account.
5. On the appropriate tab, locate the configuration settings or data attributes that you want to view.
17
Monitoring Guide Viewing configuration settings and activity levels of data attributes of BlackBerry device users
BlackBerry device diagnostic test

The BlackBerry® device diagnostic test in the BlackBerry Monitoring Service console uses the diagnostic tool client that is located
on a BlackBerry device to retrieve diagnostic data for the BlackBerry device. The diagnostic tool client is included in the latest
BlackBerry® Device Software version. The BlackBerry Monitoring Service console does not display data for a BlackBerry device
that does not include the diagnostic tool client.
The BlackBerry device diagnostic tool tests connection points in the BlackBerry® Infrastructure and BlackBerry Domain. If a
BlackBerry device experiences connectivity issues, the BlackBerry Monitoring Service console might not display diagnostic data.
Diagnostic data indicates the signal strength of the BlackBerry device and if the BlackBerry device can perform the following
actions:
• connect to the wireless network
• register with the BlackBerry Infrastructure
• connect to the BlackBerry Infrastructure
• send a PIN message to the BlackBerry® Enterprise Server
Run a diagnostic test for a BlackBerry device from the BlackBerry Monitoring Service console
Because the BlackBerry Synchronization Service uses a 20 minute polling cycle to process requests, the diagnostic test returns
results within approximately 40 minutes of a request. It takes 20 minutes for the BlackBerry Synchronization Service to send the
diagnostic test request to the BlackBerry device and 20 minutes for the BlackBerry Synchronization Service to retrieve the
diagnostic test results.
Before you run the diagnostic test, ping the BlackBerry device to verify that the BlackBerry device is not experiencing connectivity
issues.
Before you begin: The BlackBerry® device must include the diagnostic tool client which is part of the latest version of the
BlackBerry® Device Software.
5. Click Run diagnostic test.
6. After approximately 40 minutes, on the Device Diagnostics statistics tab, in the Configuration section, check the Time
stamp value to determine whether the diagnostic test results are current.
If the diagnostic test results are not current, the BlackBerry Monitoring Service console displays the results of a previous
diagnostic test.
18
Monitoring Guide Creating a threshold that you can use to monitor a data attribute of a BlackBerry device user
Run a diagnostic test for a BlackBerry device from the BlackBerry device
The BlackBerry® device stores the diagnostic test results and can display the results to BlackBerry device users. The BlackBerry
Synchronization Service synchronizes the diagnostic test results with the BlackBerry® Enterprise Server over the wireless network.
Before you begin: The BlackBerry device must include the diagnostic tool client which is part of the latest version of the
BlackBerry® Device Software.
1. On the BlackBerry device, in the device options, click Mobile Network.

2. Press the Menu key.
3. Click Diagnostics Test.
4. Press the Menu key.
5. Click Run.
After you finish:
To send the test results in an email message, press the Menu key. Click Email Report or PIN Report. In the To field, type the
recipient's email address. On the menu, click Send.
Creating a threshold that you can use to monitor a data attribute of a

BlackBerry device user
You can create a threshold that you can use to monitor a data attribute of a BlackBerry® device user. You can monitor activity
such as the total number of email messages that are pending delivery to the BlackBerry device.
5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute.
8. In the drop-down lists and fields, specify the conditions of the rule.
9. Click Save.
10. Click Save.
19
Monitoring Guide Ping a BlackBerry device
Ping a BlackBerry device

You can ping a BlackBerry® device to determine if you can exchange email messages with the BlackBerry device, and to determine
the response time of the BlackBerry device in seconds.
2. Click Monitor users.
5. Click Run ping test.
20
Monitoring Guide Using thresholds to monitor BlackBerry Enterprise Server components and BlackBerry device users
Using thresholds to monitor BlackBerry Enterprise Server 4

components and BlackBerry device users
Creating thresholds, rules, and alarms

You can use the BlackBerry® Monitoring Service console to create a threshold that determines when a data attribute of a
BlackBerry® Enterprise Server component or BlackBerry device user is in an alarm state. You can create a threshold by defining
one or more rules for a threshold. When you define a rule for a threshold, you specify the activity levels of a data attribute that
you want to monitor and an alarm severity to categorize the activity level. The BlackBerry Monitoring Service console displays a
value that indicates the current activity level for a data attribute. For example, the BlackBerry Monitoring Service console displays
the number of threads that are running for the BlackBerry Attachment Service when you view the Processing threads data
attribute.
After you create a threshold for a data attribute of a BlackBerry Enterprise Server component or BlackBerry device user and the
activity level of the data attribute of the component or BlackBerry device user meets the conditions of a rule for the threshold,
the BlackBerry Monitoring Service generates a notification message and displays an alarm in the BlackBerry Monitoring Service
console.
Thresholds and rules can have one of the following alarm states:
• fail state of error
• fail state of warning
• fail state of critical
• pass state
• not configured
For example, if you create a rule with an alarm severity of critical, any activity of the data attribute that meets the conditions of
the rule causes the BlackBerry Monitoring Service to change the alarm state of the data attribute to critical.
The BlackBerry Monitoring Service console contains default thresholds that you can use to monitor the connection status of the
BlackBerry Enterprise Server components. The BlackBerry Monitoring Service changes the alarm state to critical for a component
that is not connected. You can use the BlackBerry Monitoring Service console to change or delete default thresholds.
Rule types
Rule type Description

value-based You can use a value-based rule to identify when a data attribute meets one of the
following conditions:
• the value of the data attribute is less than a value that you specify
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Monitoring Guide Creating thresholds, rules, and alarms
Rule type Description

• the value of the data attribute is greater than a value that you specify
• the value of the data attribute equals a value that you specify
• the value of the data attribute is not equal to a value that you specify
• the value of the data attribute is within two values of the value that you specify
time-based You can use a time-based rule to identify when a value for a data attribute changes
during a specific period of time. For example, use a time-based rule to identify when
the value of a data attribute changes by x amount within x minutes.
Create a threshold that you can use to monitor a BlackBerry Enterprise Server component
4. On the tab for the data attribute that you want to monitor, click the data attribute.
7. Use the drop-down lists to specify the conditions of the rule.
8. For BlackBerry® Enterprise Server components that you configured for high availability, in the Scope section, in the High
Availability Scope drop-down list, click one of the following options:
• To continue monitoring a component after a failover occurs, click Both Primary/Active and Standby.
9. Click Save.
10. Click Save.
Example: Monitoring how much memory the BlackBerry Dispatcher component uses
If you want to configure a warning for when the BlackBerry Dispatcher uses more than 15,000 KB of memory, you can create a
value-based threshold for the Memory use data attribute. In the Rule section, specify the following values:
• If VALUE is
• greater than
• 15000
• Warning
22
Create a threshold that you can use to monitor a data attribute of a BlackBerry device user
You can create a threshold that you can use to monitor a data attribute of a BlackBerry® device user. You can monitor activity
such as the total number of email messages that are pending delivery to the BlackBerry device.
5. On the tab for the data attribute of the BlackBerry device user that you want to monitor, click the data attribute.
8. In the drop-down lists and fields, specify the conditions of the rule.
9. Click Save.
10. Click Save.
Example: Monitoring how often an encryption key is generated for a BlackBerry device
If you want to monitor how often an encryption key is generated for a BlackBerry device and you want to create multiple alarm
severities, you can create a threshold for the data attribute that is named Last generation time for the encryption key if you define
multiple time-based rules for the threshold. The order that you create rules for a threshold in determines the priority of the rules.
For example, the first rule that you created is the highest priority. To create the first rule, in the Rule section, specify the following
values:
• If elapsed time since VALUE is
• greater than
• 45
• Day
• Critical
To create the second rule, in the Rule section, specify the following values:
• greater than
• 30
• Day
• Error
To create the third rule, in the Rule section, specify the following values:
• greater than
23
• 21
• Day
• Warning
Changing and deleting rules
Change the conditions of a rule

Task Steps
Locate a rule for a data attribute of a a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
component. Components.
b. Expand a component.
c. Click an instance of a component.
BlackBerry device user. expand Users.
b. Click Monitor Users.
c. Search for a user account.
d. Click the display name for the user account.
2. On the tab for the data attribute you want to change a rule for, click the data attribute.
3. In the Rule section, in the Actions column, click the wrench icon for the rule that you want to change.
4. In the Rule section, change the conditions of the rule.
5. Click Save.
6. Click Save.
Delete a rule
24
Task Steps
BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
BlackBerry device user. expand Users.
2. On the tab for the data attribute you want to delete a rule for, click the data attribute.
3. In the Rule section, in the Actions column, click the trash can icon for the rule that you want to delete.
4. Click Yes - delete the rule.
Changing the order that rules appear in the BlackBerry Monitoring Service console
When you create multiple rules, the BlackBerry® Monitoring Service console lists the rules in the order that you create them.
When the conditions of a rule are met, the BlackBerry Monitoring Service updates the alarm state of a threshold with the alarm
severity of the first rule that you create for the threshold. For example, if the rule generates an alarm severity of warning, a yellow
icon displays the alarm severity of warning in the BlackBerry Monitoring Service console and the BlackBerry Monitoring Service
generates a warning alarm. If you create a second rule for a threshold with an alarm severity of critical, the BlackBerry Monitoring
Service maintains the alarm severity of warning for the threshold. To update the threshold with the alarm severity of critical (a
red icon) , you can reorder the rules manually so that the BlackBerry Monitoring Service processes the rule with the alarm severity
of critical first.
Change the order of rules for a threshold

25
Task Steps
Locate a threshold for a data attribute a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
of a BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
of a BlackBerry device user. expand Users.
d. Click the display name of the user account.
2. On the tab for the data attribute that you want to reorder rules for, click the data attribute.
3. In the Rule section, in the Actions column, click the up arrow and down arrow icons to reorder the rules.
4. Click Save.
Specify a threshold maintenance window

You can specify a threshold maintenance window so that you can suspend threshold monitoring for a recurring period of time.
If you also specify a server maintenance window, the BlackBerry® Monitoring Service does not monitor the threshold for the
entire time that the two maintenance windows occur.
Task Steps
of a BlackBerry® Enterprise Server expand BlackBerry solution topology > BlackBerry domain >
of a BlackBerry device user. expand Users.
26
Task Steps
2. On the tab for the data attribute that has the threshold that you want to schedule a maintenance window for, click the data
attribute.
3. Click Edit threshold maintenance window.
4. Specify the day and time that you want the maintenance window to occur at.
5. Click Save.
6. Click Save.
27
Monitoring Guide Alarms
Alarms 5
Identifying alarms
If the thresholds that you created for data attributes of the BlackBerry® Enterprise Server components or BlackBerry device users
are in a pass state or fail state, the BlackBerry® Monitoring Service console displays alarm icons beside the alarm panel, BlackBerry
solution topology, or users area.
Color, state, and severity of alarm icons
Alarm icon Alarm state Description

none You did not define or activate a threshold for the data attribute.
pass The conditions of the rules for the threshold are not met.
fail The threshold has an alarm severity of warning (low).
fail The threshold has an alarm severity of error (medium).
fail The threshold has an alarm severity of critical (high).
Identifying alarms and alarm severity in the alarm panel

In the BlackBerry® Monitoring Service console, in the alarm panel, you can view the list of thresholds for data attributes of
BlackBerry® Enterprise Server components or BlackBerry device users that are in a fail state. Thresholds that are in a fail state
have an alarm severity of critical, error, or warning.
When you create a rule for a threshold, you must specify an alarm severity for the rule. When the activity of the data attribute
that you created a threshold for meets the conditions of a rule, the threshold goes into a fail state. When the threshold goes into
a fail state, the alarm panel in the BlackBerry Monitoring Service console displays the threshold with the following information:
• date and time that the threshold went into a fail state
• alarm severity (critical, error, or warning)
• name of the computer that hosts the BlackBerry Enterprise Server component or BlackBerry device user
• name and data attribute of the component or the display name for the BlackBerry device user and data attribute of the
BlackBerry device user
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Monitoring Guide Identifying alarms
The alarm panel displays the alarm state of each threshold using alarm icons. A threshold can have multiple rules, and each rule
can have a different alarm severity, but the alarm panel can display only one alarm icon for a threshold. The alarm panel displays
the alarm icon for a threshold in a fail state in the color that represents the alarm severity that is the highest priority. The order
that you create rules for a threshold in determines the priority of the rules; for example, where the first rule that you created is
the highest priority. You can change the priority of the rules for a threshold if you change the order of the rules manually.
Check for alarms for a BlackBerry Enterprise Server component or BlackBerry device user
To determine if the thresholds that you created are in a pass state or fail state, you can check the color of the alarm icons in the
BlackBerry® solution topology and users area in the monitoring menu of the BlackBerry Monitoring Service console. In the
BlackBerry solution topology, you can view alarm icons for the BlackBerry Domain, BlackBerry® Enterprise Server instances, and
BlackBerry Enterprise Server components.
The alarm icons are located beside the names of the tabs in the BlackBerry Monitoring Service console. The alarm icon that is
located beside the name of a tab is the same color as the alarm with the highest severity for a threshold of a data attribute that
appears on the tab.
Task Steps
Check for alarms for a component a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
expand BlackBerry solution topology > BlackBerry domain >
Components.
c. Click an instance of the component.
Check for alarms for a BlackBerry a. In the BlackBerry Monitoring Service console, on the Monitoring menu,
device user expand Users.
2. On the appropriate tab, check the pass state or fail state of the thresholds for the data attributes of the BlackBerry Enterprise
Server components or BlackBerry device users.
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Monitoring Guide Managing alarms in the alarm panel
Managing alarms in the alarm panel
Sort thresholds in the alarm panel

You can sort thresholds in the alarm panel of the BlackBerry® Monitoring Service console using the following information:
• date and time that the thresholds went into an alarm state
• alarm severity of the thresholds
• computers that host the BlackBerry® Enterprise Server components that have thresholds in an alarm state
• BlackBerry Enterprise Server components and data attributes of the BlackBerry Enterprise Server components that have a
threshold that is in an alarm state or BlackBerry device users and data attributes of the BlackBerry device users that have
a threshold that is in an alarm state
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, click Alarm Panel.
2. Click the appropriate column header.
Suspend and resume alarms

1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel.
• To suspend one alarm, click Suspend beside the appropriate alarm.
• To suspend all alarms, click Suspend all.
After you finish: To re-activate one or more of the alarms, perform one of the following actions:
• To re-activate one alarm, click Resume beside the appropriate alarm.
• To re-activate all alarms, click Resume all.
Delete alarms
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Alarm Panel.
• To delete one alarm, click Clear beside the appropriate alarm.
• To delete all alarms or all alarms that are the same alarm severity, in the Clear drop-down list, click the appropriate
option. Click Clear.
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Monitoring Guide Configuring notification messages
Configuring notification messages 6
Configuring how the BlackBerry Monitoring Service sends email messages

and SMS text messages
Configure the BlackBerry Monitoring Service to send notification messages to email

addresses through a messaging server in your organization's environment
To send notification email messages to contacts, you must provide the BlackBerry® Monitoring Service with the SMTP settings
for the messaging server. The messaging server must be located on the same network as the computer that hosts the BlackBerry
Monitoring Service.
If the messaging server requires SMTP authentication, you must specify the name and password of a user account with the
appropriate SMTP permissions in the BlackBerry Monitoring Service console.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services.
2. Click Email.
3. Click Edit configuration.
4. Add the SMTP settings for the messaging server.
5. To test the SMTP settings, send a test email message.
a. In the Test address field, type your email address.
b. Click Test email.
c. Check the inbox of your email account to confirm that the BlackBerry Monitoring Service sent the test email message.
6. Click Save.
Configure the BlackBerry Monitoring Service to send SMS text messages

To send notification messages as SMS text messages from the BlackBerry® Monitoring Service to contacts, you must connect a
wireless modem that supports the AT command set to the computer that hosts the BlackBerry Monitoring Service. The BlackBerry
Monitoring Service is designed to detect a modem after you connect it to the computer that hosts the BlackBerry Monitoring
Service. You cannot use a BlackBerry device as a modem to send SMS text messages.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications > Notification services.
2. Click SMS.
3. In the Device drop-down list, click the modem.
4. To test that the BlackBerry Monitoring Service sends SMS text messages, send a test SMS text message.
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Monitoring Guide Creating contacts
a. In the Test SMS field, type the phone number that supports SMS text messages.
b. Click Test SMS.
c. Check the BlackBerry device to confirm that the BlackBerry Monitoring Service sent the test SMS text message.
5. Click Save.
Creating contacts
You can create contacts and configure the BlackBerry® Monitoring Service to send notification messages to one or more intended
recipients using email addresses, PINs, phone numbers that support SMS text messages, or IP addresses that can receive SNMP
trap messages. If a threshold goes into a pass state or fail state, the BlackBerry Monitoring Service sends notification messages
to recipients that you specified in the BlackBerry Monitoring Service console when you created the contacts.
Before you can create contacts, you must add email addresses, PINs, phone numbers that support SMS text messages, or IP
addresses to the BlackBerry Monitoring Service console.
Adding addresses to the BlackBerry Monitoring Service console so that you can create
contacts
Add email addresses for recipients that do not belong to the BlackBerry Domain that the BlackBerry
Monitoring Service monitors
The BlackBerry® Monitoring Service can send notification messages to any active email address.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Notifications.
2. Click Manage addresses.
3. Click Create new email or trap IP address.
4. In the Type drop-down list, click Email.
5. In the Address field, type the email address.
6. Click Save.
Add an IP address so that you can send SNMP trap messages to computers that are not in your organization's
environment
You can configure the BlackBerry® Monitoring Service and your organization's firewalls so that the BlackBerry Monitoring Service
can send notification messages as SNMP trap messages to computers that are not in your organization's environment. In the
BlackBerry Monitoring Service console, you must configure the computers to receive SNMP trap messages, and you must specify
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Monitoring Guide Creating contacts
the IP address, SNMP port number, and SNMP community name of the computers. By default, if you do not provide the BlackBerry
Monitoring Service console with this information, the BlackBerry Monitoring Service uses port 162 and the community name
"public" when it sends SNMP trap messages to the computer.
3. Click Create new email or trap IP address.
4. In the Type drop-down list, click Trap.
5. In the Address field, type the IP address.
6. To specify the SNMP port number and SNMP community name of the computer, in the Address field, after the IP address,
type the SNMP port number and SNMP community name using the following format:
<ip_address>:<port_number>:<community>.
7. Click Save.
Add contact information for a BlackBerry device user in your organization's BlackBerry Domain
You can add the email address, PIN, or phone number of BlackBerry® device users that are part of your organization's BlackBerry
Domain to the list of addresses in the BlackBerry Monitoring Service console that you use to create contacts.
3. Click Search BlackBerry enabled users for email, PIN or SMS address.
• To search for all user accounts, click Search.
• To search for a specific user account, specify search criteria. Click Search.
6. Perform any of the following actions:
• To add the email address of the user account, click Add email address to the address list.
• To add the PIN of the user account, click Add PIN address to the address list.
• To add the phone number of the user account, click Add SMS address to the address list.
Create contacts
Before you begin: Add email addresses, PINs, phone numbers that support SMS text messages, and IP addresses for SNMP trap
messages to the BlackBerry® Monitoring Service console so that you can create a list of addresses that you can use to create
contacts.
2. Click Manage contacts.
3. Click Create new contact.
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Monitoring Guide Receiving SNMP trap messages
4. In the Name field, type the name of the contact.

5. To specify the alarm severities that the BlackBerry Monitoring Service notifies the contact about, in the Severity levels
section, select the critical, warning, or error check boxes.
6. To send a notification message to the contact when a threshold goes into a pass state, select the Notify on pass check box.
7. To send a notification message to the contact when the BlackBerry Monitoring Service receives an SNMP trap message,
select the Notify on event check box.
8. To add addresses to the contact, in the Available addresses list, select the addresses and click Add.
9. To specify the BlackBerry® Enterprise Server components that have thresholds that you want to notify the contact about,
perform the following actions:
a. In the Available servers list, select the names of the computers that host the BlackBerry Enterprise Server components.
b. Click Add.
10. Click Save.
Change contact information

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications.
3. In the Name column, click the name of the contact.
5. Change the appropriate settings.
6. Click Save.
Delete contacts
1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Notifications.
3. In the Name column, click the name of the contact.
4. Click Delete.
Receiving SNMP trap messages

You can configure the BlackBerry® Monitoring Service to receive SNMP trap messages from the BlackBerry® Enterprise Server
instances so that you can obtain information about the activity and connection status of the BlackBerry Enterprise Server instances
and components from the SNMP trap messages. SNMP trap messages are listed in the messages area of the BlackBerry Monitoring
Service console.
34
Monitoring Guide Receiving SNMP trap messages
If the computer that hosts the BlackBerry Monitoring Service has multiple IP addresses, you can specify which IP address receives
SNMP trap messages. If you do not specify an IP address, and the computer that hosts the BlackBerry Monitoring Service has
multiple IP addresses, the BlackBerry Monitoring Service will check all of the IP addresses for incoming SNMP trap messages.
By default, if you do not provide an SNMP port number or SNMP community name, the BlackBerry Monitoring Service uses port
162 and the community name "public" to receive SNMP trap messages.
Do not install a third-party SNMP trap viewer on the computer that hosts the BlackBerry Monitoring Service because the
BlackBerry Monitoring Service might not receive or display the SNMP trap messages.
Receive SNMP trap messages from BlackBerry Enterprise Server instances

Before you begin: You must configure the computers that host the BlackBerry® Enterprise Server instances to send SNMP trap
messages to the computer that hosts the BlackBerry Monitoring Service.
1. In the BlackBerry Monitoring Service console, on the Configuration menu, expand Incoming traps.
2. Click Manage traps.
4. Select the Trap listener enabled check box.
5. To receive SNMP trap messages from a specific computer, perform the following actions:
• In the Trap IP field, type the IP address of the computer that you want to receive SNMP trap messages from.
• In the Trap port field, type the port number of the computer that you want to receive SNMP trap messages from.
• In the Community field, type the community name of the computer that you want to receive SNMP trap messages from.
6. Click Save.
35
Monitoring Guide Messages in the messages area of the BlackBerry Monitoring Service console
Messages in the messages area of the BlackBerry 7

Viewing messages
The BlackBerry® Monitoring Service creates a message in the messages area of the BlackBerry Monitoring Service console when
one of the following events occurs:
• threshold goes into an alarm state
• threshold goes into a pass state
• BlackBerry Monitoring Service receives an SNMP trap message
• BlackBerry Monitoring Service cannot connect to the BlackBerry Administration Service
• BlackBerry® Enterprise Server instance fails over
Each message in the messages area includes the date, time, and a short description of the event that occurred.
View messages
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages.
2. Click the envelope icon beside the appropriate message.
Delete messages
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, click Messages.
• To delete one message, click Delete beside the appropriate message.
• To delete all of the messages, click Delete all messages.
36
Monitoring Guide Reports about BlackBerry device users and BlackBerry Enterprise Server components
Reports about BlackBerry device users and BlackBerry 8

Enterprise Server components
Generating reports about BlackBerry device users and BlackBerry Enterprise

Server components
You can use the BlackBerry® Monitoring Service console to view a summary of the activity of BlackBerry device users or
BlackBerry® Enterprise Server components and generate default reports and custom reports. Default reports contain data about
BlackBerry device users only and you cannot customize default reports. Custom reports contain data about BlackBerry Enterprise
Server components or BlackBerry device users, and you can specify the data that the custom reports include. Default reports and
custom reports include current data only; you cannot generate a report for a specific period of time or previous date.
After you log out of the BlackBerry Monitoring Service console, the BlackBerry Monitoring Service does not save reports that you
generated. You can save the settings that you specified for a custom report and generate a new report using the same settings
the next time that you log in to the BlackBerry Monitoring Service console. Each time you generate a custom report using saved
settings, the report contains current data.
Generate and view a default report about BlackBerry device users

Default reports include data about all of the BlackBerry® device users in your organization's BlackBerry Domain.
1. In the BlackBerry Monitoring Service console, on the Monitoring menu, expand Reporting.
2. Click Create quick report.
3. In the Report format section, select the report format.
4. In the Quick report title section, click a report type.
5. Click View report requests.
6. In the Title column, click the report.
Generate a custom report about BlackBerry device users or a BlackBerry Enterprise Server
component
1. In the BlackBerry® Monitoring Service console, on the Monitoring menu, expand Reporting.
2. Click Create custom report.
3. In the Select report type drop-down list, perform one of the following actions:
• Click User.
• Click a BlackBerry® Enterprise Server component.
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Monitoring Guide Generating reports about BlackBerry device users and BlackBerry Enterprise Server components
4. In the Select server drop-down list, perform one of the following actions:
• Click the name of the server that hosts the BlackBerry Enterprise Server component or the group of BlackBerry device
users that you want to generate a report for.
• Click All BlackBerry Enterprise Servers.
5. In the Report title field, type a name for the report.
6. In the Available columns list, click a maximum of eight columns to include in the custom report.
7. Click Add.
8. To change the order of columns in the custom report, perform the following actions:
a. In the Report columns list, click a column name.
b. To move the column name up or down in the list, click the up arrow or down arrow icon.
9. In the Select sort key drop-down list, click the column name that you want to use to sort the results of the custom report.
10. In the Select report format section, select the format for the custom report.
11. To limit the number of records that the BlackBerry Monitoring Service returns in the custom report, perform the following
actions:
• Clear the All check box.
• In the Show rows field, type the number of records.
12. To save the report settings so that you can generate a new report using the same settings later, select the Save report
configuration check box.
13. Click Generate report.
Generate a custom report using report settings that you saved

Before you begin: Create a custom report and save the report settings so that you can generate a new report using the same
report settings later.
2. Click Create custom report.
3. In the Saved report configurations section, click the name of the report.
4. Click Generate report.
View generated reports

2. Click View generated reports.
3. In the Title column, click the appropriate report.
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Monitoring Guide Generating reports about BlackBerry device users and BlackBerry Enterprise Server components
Delete generated reports

2. Click View generated reports.
3. Click the trash can icon beside the appropriate report.
4. Click OK.
39
Monitoring Guide Managing servers
Managing servers 9
Managing server maintenance windows

You can specify server maintenance windows for computers that host BlackBerry® Enterprise Server components. You can specify
server maintenance windows for periods of time that you want to suspend monitoring of the BlackBerry Enterprise Server
components. For example, to prevent thresholds from going into an alarm state because the activity level of a component is low,
you can specify that server maintenance windows occur overnight or on weekends when components might experience lower
than normal activity levels.
You can also specify server maintenance windows for periods of time when a computer undergoes regular or temporary server
maintenance because the computer is not in use and the BlackBerry® Monitoring Service is not required to be monitoring the
computer during this time.
If you specify a threshold maintenance window for a data attribute of a component and specify a server maintenance window
for the computer that hosts the component to run at different times, the BlackBerry Monitoring Service suspends monitoring of
the threshold for the entire time that the threshold maintenance window and server maintenance window are running.
Specify maintenance windows

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Servers.
3. Click the wrench icon beside the server that you want to specify a maintenance window for.
Task Steps
Specify regular maintenance windows for a server. a. Click Edit server maintenance window.
b. Specify one or more start dates and start times and end dates
and end times for the maintenance windows.
c. Click Save.
Specify a temporary maintenance window for a server. a. Click Edit temporary server maintenance window.
b. Specify the start date and start time and end date and end
time for the temporary maintenance window.
c. Click Save.
5. Click Save.
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Monitoring Guide Configuring SNMP server monitoring
Clear maintenance windows

1. In the BlackBerry® Monitoring Service console, on the Configuration menu, expand Servers.
3. Click the wrench icon beside the server that you want to clear a maintenance window for.
Task Steps
Clear regular maintenance windows for a server. a. Click Edit server maintenance window.
b. Clear the check box beside the days that you want to stop
running a maintenance window on.
c. Click Save.
Clear a temporary maintenance window for a server. Click Clear temporary server maintenance window.
5. Click Save.
Configuring SNMP server monitoring
Test configuration settings for servers that the BlackBerry Monitoring Service uses SNMP to
monitor
You can test configuration settings for servers that the BlackBerry® Monitoring Service uses SNMP to monitor to verify that the
BlackBerry Monitoring Service can receive SNMP data about BlackBerry® Enterprise Server components.
3. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component.
4. Click Test configuration settings.
Change SNMP port numbers and community names

If you change the SNMP port number and community name of a computer that hosts a BlackBerry® Enterprise Server component,
you can change the SNMP settings for the server in the BlackBerry Monitoring Service console to make sure that the BlackBerry
Monitoring Service continues to receive SNMP data about the BlackBerry Enterprise Server component.
41
Monitoring Guide Configuring non-SNMP server monitoring
3. Click the wrench icon beside the server that hosts the BlackBerry Enterprise Server component.
4. In the SNMP configuration section, type the SNMP port number and community information for the server.
5. Click Save.
Configuring non-SNMP server monitoring

You can configure settings for servers that the BlackBerry® Monitoring Service does not use SNMP to monitor.
Change how often the BlackBerry Monitoring Service collects data from a server that it does
not use SNMP to monitor
You can change how often the BlackBerry® Monitoring Service collects data from a server that it does not use SNMP to monitor.
By default, the recurrence period is every 10,800 seconds.
3. In the Non-SNMP servers section, click the Edit icon beside the server that you want to configure.
4. In the Configuration section, in the Recurrence period field, type a number to specify how often you want the BlackBerry
Monitoring Service to collect data from the server.
5. Click Save.
Change the key store password for the certificate that the BlackBerry
Monitoring Service console uses
To change the key store password for the certificate that the BlackBerry® Monitoring Service uses for SSL encryption, you must
change the password in the BlackBerry Server Configuration dialog box and run the WebGenKey.bat file in a command prompt
window.
The key store password must contain a minimum of six characters, in alphanumeric format.
1. On the computer that hosts the BlackBerry Monitoring Service, click Start > Programs > BlackBerry Enterprise Server >
BlackBerry Server Configuration.
2. On the Monitoring console tab, in the Current password field, type the current password.
The default password is besbms.
3. In the New password and Confirm new password fields, type the new password.
4. Click OK.
5. On the computer that hosts the BlackBerry Monitoring Service, open a command prompt window.
6. Change the directory to the path where the WebGenKey.bat file is located.
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Monitoring Guide Change the key store password for the certificate that the BlackBerry Monitoring Service console uses
The default location of the WebGenKey.bat file is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server
\Monitoring Service\bin.
7. Type WebGenKey.bat.
8. In quotation marks (""), type the path to the Java® Development Kit installation.
The default location of the JDK is <drive>:\Program Files\Java\jdk1.5.0_15.
9. In quotation marks (""), type the path to where you installed the BlackBerry Monitoring Service.
The default location of the BlackBerry Monitoring Service installation is <drive>:\Program Files\Research In Motion
\BlackBerry Enterprise Server\Monitoring Service.
10. Type the new password.
11. Type the name of the computer that you want to change the key store password for.
12. Press ENTER.
13. In the Windows® Services, restart the service for the BlackBerry Monitoring Service console.
Example
C:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service
\bin>webGenKey.bat "C:\Program Files\Java\jdk1.5.0_15" "C:\Program Files\Research In
Motion\BlackBerry Enterprise Server\Monitoring Service" password server01.test.rim.com
43
Monitoring Guide BlackBerry Monitoring Service log files
BlackBerry Monitoring Service log files 10
Changing how BlackBerry Monitoring Service components create log files
Change the maximum size of the log file for a BlackBerry Monitoring Service component
If the log file of a BlackBerry® Monitoring Service component reaches its maximum size, the BlackBerry Monitoring Service either
creates a new log file for the component or overwrites the current one, depending on whether you turn on log auto-roll. By default,
log auto-roll is turned on for all BlackBerry Monitoring Service components.
1. On the computer that hosts the BlackBerry Monitoring Service, on the taskbar, click Start > Programs > BlackBerry
Enterprise Server > BlackBerry Server Configuration.
2. On the Logging tab, in the BlackBerry Service Logs section, locate the subsection for the component that you want to
change.
3. In the Debug log size (MB) field, type the file size. To permit the log file to grow indefinitely, type 0.
4. Click OK.
5. In the Windows® Services, restart the BlackBerry Monitoring Service services.
Change the logging level for a BlackBerry Monitoring Service component

You can change the logging level for a BlackBerry® Monitoring Service component so that you can specify how much information
the BlackBerry Monitoring Service saves in the log files.
change.
3. In the Debug log level drop-down list, click one of the following log levels:
• To write error messages to the log files, click 1.
• To write warning messages to the log files, click 2.
• To write daily activities to the log files, click 3.
• To write additional information to the log files that can help you troubleshoot issues with a BlackBerry Monitoring Service
component, click 4.
4. Click OK.
44
Monitoring Guide Changing how BlackBerry Monitoring Service components create log files
Create a new log file for a BlackBerry Monitoring Service component when the current log
file reaches the maximum size
If you turn on log auto-roll for a BlackBerry® Monitoring Service component, the BlackBerry Monitoring Service creates a new
log file for the component when the current log file reaches its maximum size. If you turn off log auto-roll for a BlackBerry
Monitoring Service component, the BlackBerry Monitoring Service overwrites the current log file for the component when it
reaches its maximum size. By default, log auto-roll is turned on for all BlackBerry Monitoring Service components.
change.
3. In the Debug auto-roll drop-down list, click yes.
4. Click OK.
Change the identifier for the log file of a BlackBerry Monitoring Service component
The name of the log file for a BlackBerry® Monitoring Service component contains an identifier so that you can identify the
BlackBerry Monitoring Service component that logs information in the log file.
For example, a log file that you name BBServer01_BBMS-APP _01_20080120_001.txt uses BBMS-APP as the default identifier
for the BlackBerry Monitoring Service Application Core component.
change.
3. In the Debug log identifier field, type a new identifier name.
4. Click OK.
Prevent a BlackBerry Monitoring Service component from creating a daily log file
1. On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > Programs > BlackBerry
change.
3. In the Debug log daily file drop-down list, click no.
45
Monitoring Guide Changing how BlackBerry Monitoring Service components create log files
4. Click OK.
Change when a BlackBerry Monitoring Service component deletes log files

1. On the computer that hosts the BlackBerry® Monitoring Service, on the taskbar, click Start > Programs > BlackBerry
change.
3. In the Debug log maximum daily file age field, type the number of days that you want the BlackBerry® Enterprise Server
to wait before it can delete the log files. To keep the log file indefinitely, type 0.
4. Click OK.
Change the character encoding of the log file for a BlackBerry Monitoring Service component
You can change the character encoding of the log files for a BlackBerry® Monitoring Service component so that the encoding
supports the tools that you use to parse and examine the log files. You can specify a different character encoding for each
BlackBerry Monitoring Service component. You can use the ANSI®, UTF-8, and UTF-16LE character encoding methods.
change.
3. In the Debug log encoding drop-down list, click one of the following character encoding methods:
• ANSI
• UTF-8
• UTF-16LE
4. Click OK.
46
Monitoring Guide BlackBerry Threshold Analysis Tool
BlackBerry Threshold Analysis Tool 11
Creating thresholds using the BlackBerry Threshold Analysis Tool

You can use the BlackBerry® Threshold Analysis Tool to create thresholds that monitor specific data attributes of the BlackBerry®
Enterprise Server components that are located in your organization's BlackBerry Domain. After the tool creates thresholds, you
can turn off, change, or delete the thresholds in the BlackBerry Monitoring Service console.
To create thresholds that are appropriate for the activity levels of a component, the tool uses historical data that is stored in the
BlackBerry Monitoring Service database to determine whether the activity level of a component is normal. You must wait a
minimum of 4 weeks after you install and turn on the BlackBerry Monitoring Service to run the tool so that it can accumulate a
sufficient amount of historical data to create appropriate thresholds. If you accumulate more than 4 weeks of historical data, the
tool can create thresholds that are more accurate. The tool is designed to use historical data that demonstrates normal activity
levels of a component. Do not run the tool if the tool might use historical data that demonstrates abnormal activity levels of a
component.
You can run the tool so that it uses default settings to create appropriate thresholds, or you can create a configuration file to
change the settings that the tool uses to create appropriate thresholds. If you use the default settings , the tool creates thresholds
that have the following rules:
• alarm severity of warning for low activity levels
• alarm severity of warning for high activity levels
You can change the settings in the configuration file so that the tool creates thresholds that have the following rules:
• alarm severity of warning for low activity levels
• alarm severity of warning for high activity levels
• alarm severity of error for low activity levels
• alarm severity of error for high activity levels
• alarm severity of critical for low activity levels
• alarm severity of critical for high activity levels
Data attributes that the BlackBerry Threshold Analysis Tool creates

thresholds for
The BlackBerry® Threshold Analysis Tool creates thresholds for specific data attributes of the BlackBerry® Enterprise Server
components. The tool displays names for the components and data attributes that are different from the names that the BlackBerry
Monitoring Service console displays. After you run the tool, the tool lists the components and data attributes that it created
thresholds for in a command prompt window and a log file that the tool creates.
47
Monitoring Guide Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for
To locate data attributes in the BlackBerry Monitoring Service console, expand BlackBerry solution topology, BlackBerry Domain,
and Components, and locate the component that you want to identify the data attribute for.
Names of data attributes that the BlackBerry Threshold

Locations and names of data attributes in the BlackBerry
Analysis Tool displays in the command prompt window and
log file
Attachment Service > Statistics > Processing threads DCS_attachmentserver_stats > numprocthreads
Attachment Service > Statistics > Failed conversions DCS_attachmentserver_attachmentinfostats >
numfailedconversions
Messaging Agent > Statistics > Processing queue length DCS_besagent_queuestats > procqlen
Messaging Agent > Statistics > Transactions detected during DCS_besagent_rescanstats > transactionsdetectedviarescan
a rescan
Messaging Agent > Statistics > Processing threads DCS_besagent_threads > numprocthreads
Messaging Agent > Messaging statistics > Messages expired DCS_besagent_emailtostats > expired
Messaging Agent > Messaging statistics > More requests DCS_besagent_emailcounts > morerequestcount
Messaging Agent > Wireless folder management statistics > DCS_besagent_otafmstatsto > pending
Messages pending
Messaging Agent > Wireless folder management statistics > DCS_besagent_otafmstatsfrom > mfh
Messages from
Messaging Agent > Messaging server connection > Failed DCS_besagent_mailserverconn_stats > failedconns
connections
Messaging Agent > Messaging server connection > Average DCS_besagent_mailserverconn_avgrspstats > avgrsptime
response time
Messaging Agent > Database connections > Errors DCS_besagent_databaseconn_connectionstats > errs
Controller > Attachment Service connection > Restarts DCS_controller_attachmentsconn_stats > numrestart
Controller > Messaging Agent connection > Restarts DCS_controller_mailagentsconn_stats > numrestart
Controller > Synchronization Service connection > Restarts DCS_controller_syncsconn_stats > numrestart
Controller > Policy Service connection > Restarts DCS_controller_policysconn_stats > numrestart
Controller > MDS Connection Service connection > Restarts DCS_controller_mdscsconn_stats > numrestart
Controller > Dispatcher connection > Restarts DCS_controller_dispconn_stats > numrestart
Controller > Router connection > Restarts DCS_controller_routerconn_stats > numrestart
Dispatcher > Licensing > CALs available DCS_dispatcher_dispatcherlicenseconfig > licenseremaining
Dispatcher > Statistics > Processing queue length DCS_dispatcher_dispatcherstats > procqlen
Dispatcher > Statistics > Email messages to DCS_dispatcher_cmimestatsto > mth
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Monitoring Guide Data attributes that the BlackBerry Threshold Analysis Tool creates thresholds for

log file
Dispatcher > Statistics > Email messages from DCS_dispatcher_cmimestatsfrom > mfh
Dispatcher > Statistics > Calendar messages to DCS_dispatcher_cicalstatsto > mth
Dispatcher > Statistics > Calendar messages from DCS_dispatcher_cicalstatsfrom > mfh
Dispatcher > Statistics > Address lookup messages to DCS_dispatcher_ alpstatsto > mth
Dispatcher > Statistics > Address lookup messages from DCS_dispatcher_ alpstatsfrom > mfh
Dispatcher > Statistics > Synchronization messages to DCS_dispatcher_syncstatsto > mth
Dispatcher > Statistics > Synchronization messages from DCS_dispatcher_syncstatsfrom > mfh
Dispatcher > Statistics > IP proxy messages to DCS_dispatcher_ippstatsto > mth
Dispatcher > Statistics > IP proxy messages from DCS_dispatcher_ippstatsfrom > mfh
Dispatcher > Statistics > Application push messages to DCS_dispatcher_apppushstatsto > mth
Dispatcher > Statistics > Application push messages from DCS_dispatcher_apppushstatsfrom > mfh
Dispatcher > Statistics > Total messages to DCS_dispatcher_totaltrafficstatsto > mth
Dispatcher > Statistics > Total messages from DCS_dispatcher_totaltrafficstatsfrom > mfh
Dispatcher > Router SRP connection > Bytes transferred DCS_dispatcher_routersrpconn_srpconnstats >
bytestransferred
Dispatcher > Database connection > Errors DCS_dispatcher_databaseconn_connectionstats > errs
Collaboration Service > Statistics > Processing queue length DCS_im_stats > procqlen
Collaboration Service > Statistics > Instant messaging packet DCS_im_imstats > imkbytes
size (kilobytes)
MDS Connection Service > Statistics > Processing queue DCS_mdscs_stats > procqlen
length
MDS Connection Service > Statistics > Push connections DCS_mdscs_mdsstatsfrom > pushconnectionspacketcount
(packets)
MDS Connection Service > Statistics > Active push DCS_mdscs_mdsstatsto > mthconnectionsinmemory
connections
MDS Connection Service > Statistics > Truncated connections DCS_mdscs_mdssummary > truncatedconnections
MDS Integration Service > Statistics > Inbound messages DCS_mdss_inboundproc > numinmsg
MDS Integration Service > Statistics > Outbound processing DCS_mdss_outboundproc > numoutmsg
threads
MDS Integration Service > Statistics > Transactions to DCS_mdss_other > numtrans
Policy Service > Statistics > Processing Queue Length DCS_policyserver_stats > procqlen
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Monitoring Guide Configuring the BlackBerry Threshold Analysis Tool

log file
Policy Service > Statistics > Messages pending DCS_policyserver_policystatsto > pending
Policy Service > Statistics > Failed requests DCS_policyserver_policystatsfrom > requesterrors
Policy Service > Database connection > Errors DCS_policyserver_databaseconn_connectionstats > errs
Router > Statistics > Transactions to DCS_router_routertrafficstatsto > mthtransactions
Router > Statistics > Transactions from DCS_router_routertrafficstatsfrom > mfhtransactions
Router > SRP connection > Bytes transferred DCS_router_srpconn_srpconnstats > bytestransferred
Synchronization Service > Statistics > Processing queue length DCS_syncserver_stats > procqlen
Synchronization Service > PIM statistics > Transactions to DCS_syncserver_pimsyncstatsto > mthtransactions
Synchronization Service > PIM statistics > Transactions from DCS_syncserver_pimsyncstatsfrom > mfhtransactions
Synchronization Service > Database connection > Errors DCS_syncserver_databaseconn_connectionstats > errs
Configuring the BlackBerry Threshold Analysis Tool

When you run the BlackBerry® Threshold Analysis Tool, it uses default settings to create thresholds and rules. You can create a
configuration file that the tool can use to create thresholds and rules using settings that you specify. In the configuration file,
you can specify the activity levels of BlackBerry® Enterprise Servercomponents that you want to identify as warning, error, or
critical. You can also specify the amount of historical data that the tool uses to determine what the BlackBerry Monitoring Service
considers normal and abnormal activity levels for the components.
The configuration file is not installed during the BlackBerry Monitoring Service installation process. You must create a
configuration file and specify the configuration file when you run the tool.
Sample: BlackBerry Threshold Analysis Tool configuration file

The BlackBerry® Threshold Analysis Tool configuration file contains parameters and values that specify how the BlackBerry
Threshold Analysis Tool creates thresholds. You can save the configuration file on the computer that hosts the BlackBerry
Monitoring Service, in the folder where the thresholdtool.exe file is located. By default, the location of the thresholdtool.exe file
is <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\tools. The configuration file
must be a .txt file, and use ANSI® or UTF-8 encoding. To add comments to the configuration file, precede each comment with a
number sign (#). You can type comments after the parameter and value on the same line, or on a new line.
In the configuration file, the term data points refers to the amount of historical data that the BlackBerry Threshold Analysis Tool
uses to create thresholds. The tool records the values of data attributes every 10 minutes, and stores the values in the BlackBerry
Monitoring Service database. Each recorded value is a data point, and after 7 days, the tool accumulates 1008 data points for
each data attribute.
50
Sample: Configuration file with default values

new proposed rules active = false
previous proposed rules deleted = auto
number of days to keep historical proposed rules = 30
critical trigger = 0.0% #the percentage symbol is optional
error trigger = 0.0%
warning trigger = 0.8%
number of days in data point window = 30
minimum number of data points required to generate rule = 1000
maximum number of data points used to generate rule = 10000
Parameters
Parameter Permitted values Description

new proposed rules active • true This parameter specifies whether the tool activates the rules
• false it creates. To activate the rules, specify true. The tool adds
"Proposed rule" to the notes section for the rule in the
BlackBerry Monitoring Service console.
If you change the value of this parameter to false after you run
the tool with the parameter specified as true, new rules are
active and rules that the tool created previously are inactive.
The default value is false.

previous proposed rules • auto This parameter specifies whether the tool deletes all of the
deleted • true rules that it created prior to when you run the tool. If the value
• false is auto, the tool deletes rules it created on the day that you
run the tool. If the value is true, the tool deletes all of the rules
that it created prior to when you run the tool. If the value is
false, the tool deactivates but does not delete rules that it
created prior to when you run the tool, and the tool adds
"Historical" to the notes section for the rule in the BlackBerry
Monitoring Service console for each rule that it created prior
to when you run the tool.
The default value is auto.

number of days to maintain 0 to 30 This parameter specifies the number of days that the tool saves
historical proposed rules rules that it created.
The default value is 30.
51

critical trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute
activity that the tool uses to determine whether the activity
level of a data attribute is abnormally low or abnormally high.
This tool uses the values of the highest and lowest activity
levels of a data attribute to create two rules with alarm
severities of critical.
For example, if you configure 0.1% as the value for the critical
trigger parameter, the tool uses the lowest and highest values
that total 0.1% of the total activity of the data attribute.
The default value is 0.0%.

error trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute
severities of error.
For example, if you configure 0.3% as the value for the error
The default value is 0.0%.

warning trigger 0.0% to 5.0% This parameter specifies the percentage of data attribute
severities of warning.
For example, if you configure 0.8% as the value for the warning
52
Monitoring Guide Running the BlackBerry Threshold Analysis Tool

If you do not specify the critical trigger or error trigger
parameter, the default value is 0.8%. If you specify the critical
trigger or error trigger parameter, the default value is 0.0%.
number of days in data point 1 to no limit This parameter specifies the number of most recent days that
window the tool uses historical data from to create thresholds.

minimum number of data 0 to 50,000 This parameter specifies the minimum amount of historical
points required to generate data that the tool uses to create thresholds.
rule
maximum number of data 1000 to 50,000 This parameter specifies the maximum amount of historical
points used to generate rule data that the tool uses to create thresholds.
The default value is 10,000.
Running the BlackBerry Threshold Analysis Tool

You can run the BlackBerry® Threshold Analysis Tool using the .exe file of the tool and by typing parameters in a command
prompt window. The .exe file of the tool is installed during the BlackBerry Monitoring Service installation process.
If you run the tool, you must type a parameter that specifies whether the tool adds the rules that it creates for the thresholds to
the BlackBerry Monitoring Service console and stores the rules in the BlackBerry Monitoring Service database. If the tool does
not store the rules in the BlackBerry Monitoring Service database, the rules are not active or available in the BlackBerry Monitoring
Service console. You can run the tool without storing rules in the BlackBerry Monitoring Service database if you want to test the
configuration settings and to preview the rules that the tool can create before you activate the rules. After you run the tool, you
can preview the rules in the command prompt window and in the log file that the tool generates.
You can identify the rules that the tool created if you check the notes sections for the rules in the BlackBerry Monitoring Service
console. The tool adds "Proposed rule M/D/Y_HH:MM:SS" to the notes for the rules that it created.
After you run the tool, it returns results in the command prompt window and in the log file. Results can include errors, warnings,
and summaries of the rules that the tool created. By default, the tool saves log files on the computer that hosts the BlackBerry
Monitoring Service, in <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Logs.
Run the BlackBerry Threshold Analysis Tool

Before you begin: On the computer that hosts the BlackBerry® Monitoring Service, in the Windows® Services, stop the BlackBerry
Monitoring Service Application Core service.
53
1. On the computer that hosts the BlackBerry Monitoring Service, open a command prompt window.
2. Change the directory to the path where the thresholdtool.exe file is located.
The default location of the .exe file for the BlackBerry Threshold Analysis Tool is <drive>:\Program Files\Research In Motion
\BlackBerry Enterprise Server\Monitoring Service\tools.
3. Type thresholdtool.exe.
• To activate the rules that the tool creates, type -update.
• To run the tool without activating the rules, type -noupdate.
5. To specify a configuration file that the tool can use to create thresholds, type -I <file_name_of_configuration_file>.
6. Press ENTER.
After you finish: In the Windows Services, start the BlackBerry Monitoring Service Application Core service.
Parameters for running the BlackBerry Threshold Analysis Tool

You can type parameters in the command prompt window when you run the BlackBerry® Threshold Analysis Tool to specify a
configuration file that the tool can use to create thresholds and whether the tool activates the thresholds that it creates.
Parameter Description Required

-update This parameter specifies that the tool yes, if you do not specify the -noupdate,
activates the thresholds that it creates -h, or -? parameter
in the BlackBerry Monitoring Service
console and stores the thresholds in the
BlackBerry Monitoring Service
database.
-noupdate This parameter specifies that the tool yes, if you do not specify the -update, -
does not activate the thresholds that it h, or -? parameter
creates in the BlackBerry Monitoring
Service console and does not store the
thresholds in the BlackBerry Monitoring
Service database.
Specify this parameter if you want to test

the settings in a configuration file that
you created or preview the rules in the
command prompt window or log file
54
Parameter Description Required

before the tool activates the thresholds
in the BlackBerry Monitoring Service
console.
-I <file_name_of_configuration_file> This parameter specifies the no
configuration file that the tool uses to
create thresholds.
-h or -? This parameter specifies that the tool yes, if you do not specify the -update or
displays help information in the -noupdate parameter
command prompt window when you run
the tool. If you specify this parameter
when you run the tool, the tool does not
use the other parameters.
Best practice: Preventing the BlackBerry Threshold Analysis Tool from overwriting rules that
you customized
When the BlackBerry® Threshold Analysis Tool creates a rule for a threshold, it adds notes to the notes section of the rule in the
BlackBerry Monitoring Service console. To prevent the tool from overwriting a rule that you changed, in the BlackBerry Monitoring
Service console, in the notes section for a rule, delete "Proposed rule." When you delete "Proposed rule," the tool does not identify
that the tool created the rule and does not overwrite the rule with a new rule when you run the tool.
55
Monitoring Guide Using SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users
Using SNMP to monitor BlackBerry Enterprise Server 12

SNMP components that you can use to monitor BlackBerry Enterprise Server
You can use third-party SNMP tools instead of the BlackBerry® Monitoring Service to send and receive information about the
configuration and activity of BlackBerry® Enterprise Server components and BlackBerry device users in your organization's
BlackBerry Domain.
To use SNMP to monitor BlackBerry Enterprise Server components and BlackBerry device users, you require an SNMP service
and an SNMP management tool. An SNMP service is a service that is located in the Windows® Services and contains an SNMP
agent that sends trap messages to an SNMP management tool when the activity of BlackBerry Enterprise Server components
and BlackBerry device users meets specific conditions. The conditions are defined in a MIB, which is a database that describes
variables, including what each SNMP trap value represents. Any application that supports SNMP, such as the BlackBerry
Enterprise Server, includes a MIB.
You can use an SNMP management tool, such as a MIB browser, to view the information that the SNMP agent sends to the
SNMP management tool. By default, the SNMP management tool displays the OID of a condition. An OID is a sequence of
integers that identifies a class value within a class hierarchy. All SNMP OIDs and SNMP traps for BlackBerry Enterprise Server
version 5.0 begin with the class value 1.3.6.1.4.1.3530.6. To uniquely identify a class value within a class, each OID value is
distinguished by a suffix (for example, 25.1.1).
The BlackBerry Enterprise Server provides different OID values for specific messaging servers. You can check the properties of
a OID value in the SNMP management tool to verify that the value applies to your organization's environment.
SNMP operations that the BlackBerry Enterprise Server supports

The BlackBerry® Enterprise Server supports specific SNMP operations. You can use SNMP operations to retrieve data from an
SNMP agent on a computer that hosts a BlackBerry Enterprise Server and send the data to an SNMP management tool.
Operation Description
Get This operation retrieves a specific value. For example, a Get operation for the MIB
item besagentTotalMsgsPendingPropertytotalPending retrieves the number of
email messages that are queued in the BlackBerry Enterprise Server for delivery to
BlackBerry device users.
56
Monitoring Guide Configuring SNMP monitoring
Operation Description
Get next This operation retrieves the value and OID of items in the order that they appear
in a .mib file.
Trap This operation sends SNMP trap messages from the SNMP agent to the SNMP trap
management tool. SNMP trap messages contain data about specific activities that
the BlackBerry Enterprise Server performs.
.mib files for the BlackBerry Enterprise Server

By default, the .mib files for a BlackBerry® Enterprise Server are located on the computer that hosts the BlackBerry Enterprise
Server, in <drive>:\Program Files\Research In Motion\BlackBerry Enterprise Server\Monitoring Service\bin\.
The latest BlackBerry Enterprise Server version includes two .mib files that you can use to analyze data from the BlackBerry
Enterprise Server.
.mib file Description

BLACKBERRYSERVERMIB-SMIV2.mib This is the .mib file for the latest BlackBerry Enterprise Server version.
BLACKBERRYSERVERMIB- This is the .mib file for the latest BlackBerry Enterprise Server version in the same
SMIv2_Compat.mib format as the .mib file for BlackBerry Enterprise Server version 4.1. You can use
this .mib file if you need to maintain compatibility with a legacy monitoring system
when you upgrade your organization's environment to the latest BlackBerry
Enterprise Server version.
Configuring SNMP monitoring
System requirements: SNMP monitoring software and settings for the SNMP service
Item Requirement
SNMP monitoring • SNMP service that includes an SNMP agent on the computer that hosts the BlackBerry®
software Enterprise Server
• SNMP management tool on the computer that hosts the BlackBerry Enterprise Server or on a
separate computer
57
Monitoring Guide Configuring SNMP monitoring
Item Requirement
• .mib file compiler on the computer that you installed the SNMP management tool on if a .mib
file compiler is not included with the SNMP management tool
SNMP service SNMP service in the Windows® Services:
settings
• valid SNMP community name
• minimum permission of read-only for the SNMP community
• IP addresses or names of the computers that the SNMP service can accept SNMP data from
Verifying the SNMP agent settings in the Registry Editor

The SNMP agent is the component of the SNMP service that receives and processes requests from the SNMP management tool.
If you install a BlackBerry® Enterprise Server before you install the SNMP service, verify that the settings for the SNMP agent
exist in the Registry Editor. If the settings for the SNMP agent do not exist in the Registry Editor, add them and restart the SNMP
service.
Settings for the SNMP agent in the Registry Editor
Registry key String value Value data

HKEY_LOCAL_MACHINE\SOFTWARE PathName C:\Program Files\Research In Motion
\Research In Motion\BlackBerry Enterprise \BlackBerry Enterprise Server\Monitoring
Server\Monitoring Service\SNMPAgent Service\dll\BMSI_SNMP_Agent_Compat.dll
\CompatVersion
HKEY_LOCAL_MACHINE\SYSTEM RIM.SNMPAgentCom SOFTWARE\Research In Motion\BlackBerry
\CurrentControlSet\Services\SNMP pat Enterprise Server\Monitoring Service
\Parameters\ExtensionAgents \SNMPAgent\CompatVersion
HKEY_LOCAL_MACHINE\SOFTWARE PathName C:\Program Files\Research In Motion
\Research In Motion\BlackBerry Enterprise \BlackBerry Enterprise Server\Monitoring
Server\Monitoring Service\SNMPAgent Service\dll\BMSI_SNMP_Agent.dll
\CurrentVersion
HKEY_LOCAL_MACHINE\SYSTEM RIM.SNMPAgent SOFTWARE\Research In Motion\BlackBerry
\CurrentControlSet\Services\SNMP Enterprise Server\Monitoring Service
\Parameters\ExtensionAgents \SNMPAgent\CurrentVersion
58
Monitoring Guide Configuring SNMP traps
Compile the .mib file for a BlackBerry Enterprise Server and configure the SNMP management
tool to receive SNMP data
To use the .mib file for a BlackBerry® Enterprise Server with a third-party SNMP management tool, you must compile the .mib
file and configure the SNMP management tool to receive SNMP data from the BlackBerry Enterprise Server.
1. Using the .mib file compiler that you installed with the SNMP management tool, compile the BLACKBERRYSERVERMIB-
SMIV2.mib file.
The default location of the BLACKBERRYSERVERMIB-SMIV2.mib file is <drive>:\Program Files\Research In Motion
\BlackBerry Enterprise Server\Monitoring Service\bin.
2. Save the output of the compiled BLACKBERRYSERVERMIB-SMIV2.mib file.
The default file name extension of a compiled .mib file is .smidb.
3. In the SNMP management tool, open the .smidb file.
4. In the appropriate field, type the IP address of the computer that you installed the BlackBerry Enterprise Server on.
Configuring SNMP traps

To monitor a BlackBerry® Enterprise Server using SNMP traps, you must install and configure an SNMP trap management tool
on the computer that hosts the BlackBerry Enterprise Server or on a separate computer. The SNMP agent on the computer that
hosts the BlackBerry Enterprise Server sends SNMP trap messages to the SNMP trap management tool.
You can use the SNMP trap management tool that is included in the SNMP management tool that you installed or a standalone
SNMP trap management tool. If you use a standalone SNMP trap management tool, make sure that SNMP trap services are not
running on the BlackBerry Enterprise Server.
Configure the SNMP trap service

To send SNMP trap messages from the BlackBerry® Enterprise Server to an SNMP management tool that is located on a computer
that is separate from the computer that hosts the BlackBerry Enterprise Server, you must specify where the SNMP trap service
can send SNMP trap messages to.
Before you begin: Verify that you installed the SNMP service on the computer that hosts the BlackBerry Enterprise Server and
that SNMP service is running.
On the computer that hosts the BlackBerry Enterprise Server, in the Windows® Services, change the following settings for
the SNMP service:
• For SNMP traps, specify the community name.
• For SNMP trap destinations, type the IP address or name of the computer that you installed an SNMP management tool
on.
59
Monitoring Guide Configuring SNMP traps
Error binding to Trap Port (162), it may already be in use

Description
This message might appear when you start a standalone SNMP trap management tool.
Possible solution
Stop the SNMP trap services on the computer that hosts the BlackBerry® Enterprise Server.
1. In the Windows® Services, stop the SNMP trap service.

2. Restart the SNMP trap management tool.
60
Monitoring Guide Glossary
Glossary 13
ANSI
American National Standards Institute
BlackBerry Domain
A BlackBerry Domain consists of the BlackBerry Configuration Database with its users and any BlackBerry® Enterprise Server
instances that connect to it.
BlackBerry CAL
A BlackBerry® Client Access License (BlackBerry CAL) limits how many users you can add to a BlackBerry® Enterprise Server.
FQDN
fully qualified domain name
IP address
An Internet Protocol (IP) address is an identification number that each computer or mobile device uses when it sends or
receives information over a network, such as the Internet. This identification number identifies the specific computer or
mobile device on the network.
LE
Little Endian
messaging server
A messaging server sends and processes messages and provides collaboration services, such as updating and communicating
calendar and address book information.
MIB
Management Information Base
PIN
personal identification number
SMS
Short Message Service
SMTP
Simple Mail Transfer Protocol
SNMP
Simple Network Management Protocol
SRP
61
Monitoring Guide Glossary
Server Routing Protocol
SSL
Secure Sockets Layer
UCS
Universal Content Stream
UTF
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Monitoring Guide Provide feedback
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Monitoring Guide Legal notice
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Blackberry Enterprise Server Monitoring Guide 820126 1026051810 001 5.0.1 US

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BlackBerry Enterprise Server

Version: 5.0 | Service Pack: 1

2 Monitoring BlackBerry Enterprise Server components......................................................................................................... 12

3 Monitoring BlackBerry devices and user activity................................................................................................................... 17

6 Configuring notification messages........................................................................................................................................... 31

7 Messages in the messages area of the BlackBerry Monitoring Service console............................................................... 36

10 BlackBerry Monitoring Service log files................................................................................................................................... 44

11 BlackBerry Threshold Analysis Tool.......................................................................................................................................... 47

BlackBerry Enterprise Server monitoring solution 1

BlackBerry Monitoring Service

The BlackBerry Monitoring Service console provides configuration settings and

Web address for the BlackBerry Monitoring Service console

Roles and permissions for the BlackBerry Monitoring Service console

• views the BlackBerry solution topology, including servers and BlackBerry®

cannot perform the following actions:

• start or stop monitoring a server

Best practice Description

If you do not assign the View a user and View a device

Overview of the BlackBerry Monitoring Service console

In a BlackBerry Enterprise Server environment that is configured for high

BlackBerry device dashboard

Turn on monitoring for a BlackBerry Enterprise Server

Monitoring BlackBerry Enterprise Server components 2

Viewing configuration settings and activity levels of data attributes of

Monitoring BlackBerry Enterprise Server components that you configured

Status of BlackBerry Enterprise Server components in the BlackBerry Monitoring Service

Standby BlackBerry Enterprise Server Status of standby component in the BlackBerry

Monitoring hung threads for the BlackBerry Messaging Agent

Monitor hung threads for the BlackBerry Messaging Agent

BlackBerry Enterprise Server components that the BlackBerry Monitoring

Monitoring BlackBerry devices and user activity 3

Search for a user account

Viewing configuration settings and activity levels of data attributes of

BlackBerry device diagnostic test

1. On the BlackBerry device, in the device options, click Mobile Network.

Creating a threshold that you can use to monitor a data attribute of a

Ping a BlackBerry device

Using thresholds to monitor BlackBerry Enterprise Server 4

Creating thresholds, rules, and alarms

Rule type Description

Rule type Description

Changing and deleting rules

Change the conditions of a rule

Change the order of rules for a threshold

Specify a threshold maintenance window

Color, state, and severity of alarm icons

Alarm icon Alarm state Description

Identifying alarms and alarm severity in the alarm panel

1. Perform one of the following tasks:

Managing alarms in the alarm panel

Sort thresholds in the alarm panel

Suspend and resume alarms

Configuring notification messages 6

Configuring how the BlackBerry Monitoring Service sends email messages

Configure the BlackBerry Monitoring Service to send notification messages to email

Configure the BlackBerry Monitoring Service to send SMS text messages

4. In the Name field, type the name of the contact.

Change contact information

Receiving SNMP trap messages

Receive SNMP trap messages from BlackBerry Enterprise Server instances

Messages in the messages area of the BlackBerry 7

Reports about BlackBerry device users and BlackBerry 8

Generating reports about BlackBerry device users and BlackBerry Enterprise